Refund and Replacement Policy

Refund and Replacement Policy

Thank you for taking the time to learn about Oz Robotics’ Refund and Replacement Policy.

We care about our customers, and we will help you with your newly purchased product if you need our support; however, due to the technical nature of our products, Oz Robotics accepts returns on a minimal basis unless there is a manufacturing defect. We also abide by our suppliers and manufacturers’ Refund and Replacement Policy because we do not make these products ourselves. Please check Supplier Policies on the product page before you buy, and kindly let us know if you have any questions at or use our Contact Us form.

A Non-Refundable: Under any circumstances, per our policy, the shipping cost will be deducted from the buyer because it is paid to the shipping company to deliver your order. Our suppliers/vendors/manufacturers do not keep the shipping fee you have paid; therefore, it is not refundable unless determined that the product has a manufacturing defect.

After you used the product: Once you have used the product, we have the right not to issue a refund because we cannot resell that used product anymore.

Time of Delivery: The buyer’s responsibility is to make sure someone is at the shipping address to receive, accept, and sign the product. If no one is available at your shipping address and the product is returned to us, additional shipping fees may apply to re-ship the product to you.

14 Days: Returns are only accepted on devices with serious and irreversible quality defects for any electronic items. The buyer/customer must apply for a return or an exchange within 14 days from the delivery date. We will not accept product returns or exchanges after 14 days.

Proof of the Defect: Before requesting a refund or a replacement, please send us an email at with supporting images or videos of proof of the defect for us to evaluate. We may not accept your refund or replacement request otherwise.

The product must be in its original condition: Before we issue a return shipping label for you to ship it back to our manufacturer or supplier for a full or partial refund, you must email us supporting images or videos to evaluate. In addition, the product must be in its original condition without any damage, scratch, or any harm for us to decide on a full or partial refund or a replacement procedure. Please keep the original receipt.

How to Return: Once a return is agreed upon, you can ship your defective item to the provided return address that you will receive from us. Please ship the product in its original packaging with all the accessories and additional parts. Include in your package a signed letter stating the reason for your return and the original receipt as well as any above-mentioned proof of defect, images, or a video, etc. This will help us to speed up the process on your behalf. If the Required Parts are not sent back, they will be billed for or expected to be shipped at a later stage. Once all items are received, we will test the returned product for any defects.

Please Note: Do not return the product to our New York office. For any replacement or refunds, please email us first at for us to provide you with the steps that need to be followed.

Shipping Costs: The purchaser (customer/buyer) is responsible for shipping costs when returning an item. However, upon receiving the returned order, we will assess the product. If it is determined that there is, in fact, a manufacturing defect, we will refund the shipping costs as well as repair, replace or refund the full amount to the purchaser if the product is not fixable.

Inspection: Once your return is received and inspected and agreed upon that a refund should occur, the refund will be credited to the original credit card used for payment within 24-48 hours. It may take at least 5 business days (depending on the bank and credit card company) before your refund is officially posted in your bank account and statements. Please get in touch with Us if you still have not received your refund after 5 business days.

Restocking Fee: Please note that if you are returning a product for any reason other than a defect, we charge a 50% restocking fee which includes the return shipping costs with the returning label(s), additional hours of work, and prepares the product for restocking, or refurbishing, etc., all these require additional work by our staff.

Exchange or Return Policy:  In the case of wrongly purchased product(s) or irreversible quality defect problem(s), or any similar cases, you can request a refund; however, 50% of the restoring fee must be paid by the buyer/customer which includes the return shipping costs. If the product you purchased is defective, please email us at with some photos or a video of the defective parts to evaluate before returning the product.

Some items are ineligible for return, including:

  • Opened software*
  • Electronic Software Downloads
  • Software Up-to-Date Program Products (software upgrades)
  • Oz Robotics Online Gift Cards
  • You can return software, provided that it has not been installed on any computer. Software that contains a printed software license may not be returned if the seal or sticker on the software media packaging is broken.*

Please read Order Cancellation Policy.

Have we missed anything? Contact Us before you buy!

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